Nations Trust Bank (NTB) has been a pioneer in digital banking innovation in Sri Lanka since its inception. As a new entrant into an industry already dominated by giants in 1999, the bank used innovation, digital enablement and unparalleled customer experiences to stand out. Over the last 20 years, the bank has transformed itself into Sri Lanka’s most progressive and digitally savvy bank. We sat down with Nations Trust Bank Chief Digital Officer Janaka Pitadeniya as he discussed the bank’s digital strategy and the state and future of digital banking in Sri Lanka.
We use technology as an enabler to empower our customers to go the extra mile. Nations Mobile Banking, our digital banking app, is an excellent example. We have been consistent in the market since our launch in 2017. We were the first to include trilingual support and we have continuously refined the existing UX and UI.
Digital empowerment stretches across our portfolio and product offering from current and savings accounts to cards to loans and leases. Every aspect of our business is constantly being reviewed to see how we could better empower customers through digital enablement. This is then supported by our digital banking products such as mobile banking, FriMi, online banking, ATMs and CRMs.
Over the next few years, we are planning to transform our digital offering to be three things; simple, smart and inclusive. We want our digital banking services to go beyond transactional capabilities alone and progress into assistive services; making recommendations and helping customers in their day to day lives.
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